Service Level calculation 1

[JDN1]

Hi! Can anyone tell me if there is a way to calculate service levels from the calldetail tabel?
Rather than just only use the system threshold setting or the application override.
I like to do calculations for 20 and 30 seconds.

 

[Moebius01]

count the calls that have queue_time+ring_time+delay_time+ctype_time(ctype if desired) lower than your desired threshold and divide by total offered calls.

 

[JDN1]

Moebius01 , thanks for your answer but I've tried that ,it gives not the same numbers as on my report runner report, which is ,as far as I know, just counting the Y's in the HANDWS column. Or do you think that there can be timing problems when aspect calculates en fills out the Y's in the service level in the HANDWS column in the Call Detail table?

 

[Moebius01]

It will depend on which factors are included in the SL Calc. The HANDWS field gets a Y or N based on the parameters in the switch. Basically, which fields are included in the Queue Time calc, and as a result the Service Level flag. For example, if you added the four items I mentions, ring,queue,delay,ctype, but the switch is only set to include ring and queue for example, you wouldn't match up. The settings are found in System Administrator under Management Settings/Calculations tab.

Also, which calls are counted as offered will play in. Which RR report are you using? If I can get to a machine that still has the canned reports on it, I'll take a look at the formula to see what it's pulling. If you were including Short calls in your formula for example (Disposition 1) you wouldn't match the RR report.

 

[JDN1]

Moebius01, I've done the calculations again without the ringtime(Is not included in the queue time) as you suggested and it works great! thanks!